Troubleshooting

If your eSIM isn't working, run through this checklist: 1. Is your device compatible? - verify in Settings 2. Is your device carrier-unlocked? - contact your carrier if unsure 3. Is the eSIM switched on? - toggle the eSIM line ON in Settings 4. Is the eSIM selected for data? - set the eSIM as your Cellular Data line 5. Is Data Roaming on? - required when abroad 6. Is the right network selected? - manually pick a supported network 7. Is the APN configured? - enter the correct APN 8. Has the plan expired? - check your data balance 9. iOS: is 'Allow Cellular Data Switching' off? - turn it off Also try: restart your phone, toggle airplane mode on and off.

If the QR code won't scan, install manually instead: iPhone: Settings > Cellular > Add Cellular Plan > Enter Details Manually > enter SM-DP+ Address and Activation Code Android: Settings > Network & Internet > Add eSIM > Enter manually Samsung: Settings > Connections > SIM Manager > Add eSIM > Enter activation code You'll find the SM-DP+ Address and Activation Code in the Airalo app or your AviaeSIM account.

For slow internet: 1. Check your remaining data - it may have run out 2. Toggle airplane mode on and off 3. Restart your device 4. Manually select a different supported network 5. Move to a spot with better signal 6. Check your APN settings 7. If the issue persists, contact [email protected]

If you accidentally deleted your eSIM: 1. Open Airalo app > My eSIMs 2. Check if the eSIM still has an active package 3. If so, look for a reinstall option 4. Some eSIMs can only be installed once - reinstallation may not be available 5. If reinstall isn't available, contact [email protected] Important: Don't try to re-scan the QR code - eSIM QR codes are single-use.

If your eSIM is installed but there's no network: 1. Make sure you're in the destination country 2. Turn the eSIM line ON 3. Set the eSIM as your Cellular/Mobile Data line 4. Turn on Data Roaming 5. iOS: turn off 'Allow Cellular Data Switching' 6. Turn off automatic network selection and manually pick a supported network 7. Toggle airplane mode on and off 8. Restart your phone 9. If the problem persists, email [email protected] (include your ICCID)

1. Check your remaining data 2. Make sure the eSIM is selected for data 3. Turn on Data Roaming 4. Manually pick a supported network 5. Check your APN settings 6. Toggle airplane mode on and off 7. Restart your device 8. iOS: turn off 'Allow Cellular Data Switching' 9. If nothing works, email [email protected]

If installation failed: 1. Make sure you have a stable Wi-Fi connection 2. Restart your device and try again 3. If the QR method failed, try manual installation 4. If the direct method failed, try the QR code instead 5. Verify your device is eSIM-compatible and carrier-unlocked 6. Check whether the eSIM already installed - sometimes it succeeds without a clear confirmation 7. Contact [email protected] (include your ICCID)

If physical SIM data stopped after eSIM installation: 1. Go to Cellular/Mobile settings 2. Make sure your physical SIM line is turned on 3. Set the physical SIM as your data line (if you don't need eSIM data yet) 4. Turn off Data Roaming for the eSIM (while using the physical SIM) 5. Turn off the eSIM line if you don't need it yet 6. Restart your device

Possible causes: 1. You're not in a supported country 2. The eSIM plan hasn't been activated yet 3. Network settings aren't configured correctly What to try: • Check the eSIM's supported countries and networks • Follow the Access Data instructions in the Airalo app • Manually select a supported network • Restart your device • Contact support with your ICCID: [email protected]

You can reach support via: 1. Email: [email protected] 2. Airalo app chat: open the app > chat icon 3. The AviaeSIM website contact form When you get in touch, include: • Your eSIM's ICCID (My eSIMs > eSIM Details) • A description of the issue • Screenshots (if applicable) • Device model and OS version